"We bought CCFL-Halo Projector Headlights /w LED - Black /w Amber Reflectors (pair)for our vehicle. Upon arrival one of the lights had severed electrical cables, which we had to solder to get it to work. The other light went out after two weeks. We returned the light through an RMA request and had to pay return shipping (which we were prepared for). Upon receipt of the burnt out light Xtralights deemed that the bulb was burned out and that we should have replaced it ourselves. Really? After spending $200 per light and it burns out after 2 weeks. How were we to know that it was the lightbulb? Lights this expensive should not burn out that fast! We now have to pay another return shipping of $20 to get our burned out light back to us. This company sucks. I would not recommend purchasing from them as they have awful products, awful customer service and they don't stand by their warranty. I wish we would have never wasted our $400 on these crappy lights. Go somewhere else and spend your cash this company is not worth it!!!!!!"
"I came here to look for a review of Xtralights because my experience with protuning.com did not go well. So I decided to use their little chat session and ask a few questions first. Here is how that went.
Welcome to XtraLights. Please wait for an agent to respond. We will be with you shortly.
You are now chatting with 'Heather'
Heather: Hi, how may I help you today?
Steve: I have a question on the HID headlights for the f150.
Heather: ok
Steve: If I get the Fusion HID kits, does that come with all the wiring, balasts, etc. that I need for an F150, 2012 that comes stock with halogen headlights?
Heather: yes all the correct wiring will be included
Steve: Also, you seem to be running two sites. Is that correct? You also run the 360 site?
Steve: www.360tuners.com
Steve: They look identical except for graphics.
Heather: no
Heather: is there anything i can help you with today?
Steve: What is your customer service like? I read a few reviews on a rating site and several said they had lots of problems returning items.
Steve: Some of the responses from Xtralights seemed very unprofessional, but I'm not sure how old those responses were.
Heather: no our returns are easy
Steve: Well it seemed rather concerning, especially the response to the Canadian buyer. They told him to stick to Canada and not to buy from Xtralights. ???
Steve: I just want to get a feel for who I'm dealing with due to the cost of these headlights. I don't want to have any issues.
Steve: Did I lose you? The review site I'm speaking of is resellerratings.com.
Steve: Hello?
Steve: Wow, well I guess that says it all. I was about to buy from you, but you just confirmed my suspicions.
Steve: I'll put this up on resellerratings.com"
"Amazed at how mint the headlights fit and shipping was right on time..THANKS "
"Purchased a set of fog lights for my car and shipping was fast. However, when I received the product not everything was included. Tried contacting the seller through email asking them to send the appropriate parts with no response from them. If you want to call, you better be ready to pay long distance charges because the customer service number is not part of the 888 one, that's only for sales....furthermore, when I filed a claim with paypal (thank god for paypal) the seller didn't ask me to ship it to the RMA address or the original shipped from address which are both in CA. No, they want it shipped to Canada to discourage you from shipping it back. I've never had a worse experience with an online seller.
@response below: there's nothing wrong with having offices in different countries, that was not the point. It's the fact that you offer free services to sell products but once there are problems with your items sold there is no to little customer service. This would be a good lesson for you to realize that correcting your mistakes is more important that making sales, from a customers pout of view. And the address for RMA is in Alhambra, CA. not Canada. And all the exclamation points? Really? Not very professional of you guys to get defensive and blame the customer instead of looking for ways to improve your customer service when you guys are at fault.
@edited response below:
The canadian address was explictly provided as the return address. So if it is rejected, and since it was provided by you, then is that not discouraging returns for your mistakes? And why is there more responses from customer service on a ratings website than responses to the customer service email?"
"I purchased headlight for my ram 1500. The headlights were on sale, which included free shipping and no taxes. But they charged me for shipping and broker fees. And according to their website they are located in the same country as me. I phoned them and they said they would get back to me, but never did."
"I was satisfied with the delivery and the product look. The only issue I had was the installation due to the brake light and reverse light are reversed and the wiring was at its maximum but I eventually was able to hook the socket up. "
"I placed an order over a week ago and received no confirmation or tracking information. I was never contacted by anyone and I still have not received my order or even know if it has been shipped. I was promised that it would be shipped and delivered before Christmas as well. I also tried to talk with someone via online chat, and was never helped by anyone either. This kind of customer service is unacceptable and I will not be ordering from Xtralights again unless I get some type of compensation or something."
"The order had design and craftsmanship flaws. Getting someone to answer emails at customer service was next to impossible. Calling in was hit and miss. Now I'm waiting for the order to be corrected."
"Xtralights has not delivered as yet. After a week of placing my order,when I tried to track this item it still shows that the order is in process. Whatever happened to their clam of shipping 6 to hours after order is confirmde.
VERY DISAPPOINTED!!!"
"I have ordered from this company numerous times since I was introduced to them in 2008. My first orders were good values for the money, and lasted several years. The very first kit I bought is still working almost 6 years later, I just had to change the bulbs once. The last few light kits I have ordered are plagued with issues (ballasts will not operate unless firmly tapped, connectors with poor build quality, short product life, etc.) in spite of the fact that I have been ordering the upgraded kits. My last order came to $400 for one set of headlights and was charged to my credit card the same day. I never received a confirmation e-mail, and the system had no record of several of my orders including the one I just made. In spite of paying the extra money for quick shipping the package still took almost two weeks to get to me. I am about to go install this kit, hopefully these bulbs will last longer than 8 months and the ballasts will not break as soon as the warranty period has expired. Oh yeah- that has happened to me. Twice."
"Xtralights website is user friendly and gives multiple choices on what you are looking for and for what exact vehicle. The delivery service was fast. I ordered a pair of H.I.D. bulbs (8000k deep blue) and my package was delivered as noted on the final checkout."
"Great products / service. There are others a little cheaper but I went with Xtralights because you can pick up the phone and actually talk to a person. I ordered a projector headlights with HID upgrade, Hi/Low beam. Plug and play installation no cutting or splicing wires worked great. There was a problem with a ballast that got smashed in shipping and they promptly shipped a replacement. The kit came with halogen lamps so I was able to run the one HID and one halogen until the replacement ballast showed up.I would recommend using this company if you want a quality product with tech support. "
"I made a request to cancel order, 5 minutes after ordering. The person I spoke with assured me I wouldn't be charged. He sent me a cancellation email. I check my bank statement 5 days later and see your company has charged me for the order. What I find interesting is your web site says it won't accept order if my billing address is different from shipping address without some type of proof. Well, that's a total false statement because you charged my credit card the very next day. Totally not happy. I only cancelled because I realized immediately they were not the right headlights for my Z3 BMW. I was going to order new headlights for another car, but I will definitely not order from your web site, even though your prices are better.
Updated after reading the vendors, Simon, reply from my comment: I am not a competitor, but a consumer who doesn't take threats of a lawyer lightly. You send a consumer a request for their feedback on their experience and then reply with threats of a lawyer because of their comment on a poor experience is ludicrous. Being a public relations professional, I know the power of social media and letting other consumers know how I was treated for a comment on my experience at "YOUR" companies request. Tell me how that works out for you, just saying.
SECOND UPDATE: To late to contact me. Had you made a comment requesting my order number in a professional matter I might have changed my review with a positive comment on how you handled the situation. And, probably would have changed my mind about not ordering from you. Simon, your customer service skills, or the lack of, is very disappointing.
THIRD UPDATE: Hiding your previous "negative and threatening" comments is not going to help. I took screen shots of your original threat to me, and to others who you threatened on this resellers comment blog. Simon, I truly hope you have learned from our correspondence that there is a better way of combating competitors, and that is to have top quality products and great customer service. But most importantly, company ethics built on honesty and integrity."
"The status of the order has not changed from "In Process" for over a week and has not shipped."
"This is my second purchase from xtralights and I am very pleased with their quality of products. They diffinitly aren't made of cheap and they all bolted in with not problem. I am very happy with my products. "